Quanzhou Mobile Gsm Customer Satisfaction Research

Since 1995, the rapid development of mobile communications in the rapidly growing popularity of China, China Mobile and China Unicom users have accumulated a large scale basis in 2009, telecom reorganization, China Telecom, China Unicom CDMA into. As the end of 2010, China Mobile's total number of customers has reached 599.5 million, China Unicom 225 400 000 G network users, network users of China Telecom C 1.4309 million.After 10 years of operation, with first-mover advantage in China Mobile has a large number of high-end customers, and by virtue of Global brand firmly grasp the core clients. With the reorganization Telecom mobile operator Telecom to obtain a license, formally joined the competition for mobile communications, has been gradually showing strong competitiveness. Can also be said that competition between telecommunications operators, will not only focus on the business, network, product, price, channels and more will become the core competitiveness of enterprises and the overall strength of the overall competition. Moreover, in the fierce market competition, the mobile market has become saturated. Quanzhou, for example, mobile penetration has exceeded 100% in some areas, such as the declining growth rate of the lions of customers, the new high-end users has become increasingly difficult. Therefore, status of in-depth study of customer satisfaction, and the impact of customer satisfaction due to in-depth understanding and analysis of customer needs, enhance their business the products, services, satisfaction levels, the operators take the initiative to maintain market dominance to shut important.In the course of this study, the authors proceed from the actual proposed building customer satisfaction, communication enterprise management system, the need to design a global customer satisfaction through surveys and upgrading strategy, Quanzhou Mobile GSM customer satisfaction, status and problems into the in-depth analysis, and improve and enhance global communication from the customer satisfaction point of view, proposed constructing the management system of customer satisfaction strategy, including the customer life cycle management, customer service system established and so layered, and made the mobile company customer satisfaction management strategies to implement the objectives and content. Hope this study can the communications industry customer satisfaction research and to enhance and help to provide some reference.